Chapter 6. Blinder Than Bats: Why They Don't See

I once met with the head of a hospital human resource division who was interested in referring a medical director for coaching. He described the individual as an intelligent man with a management style characterized by threats, overreaction, and overcontrol. Then he paused, musing: "Here's what I don't understand. When I brought these issues to his attention, he was totally surprised. He had no idea that his words and actions caused such offense. And in the next breath he insisted that his behavior wasn't an issue, contending that his employees were just being overly sensitive." The HR head paused again and then turned to me: "I don't understand—why don't they see what they do? And when you point ...

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